Case Study: Real-time Call Insights Platform Using Confluent Kafka & AI/ML for Leading Contact Center Company

Client: Leading Contact Center Company

Consulting Company: VerticalServe

Implementation Period: 8 months

Technologies Used: Confluent Cloud, Confluent Kafka, AI/ML, ElasticSearch, RTP

Background: A leading contact center company with a global customer base was seeking to enhance its customer experience and gain deeper insights into customer interactions. The company approached VerticalServe to develop a real-time call insights platform using Confluent Kafka and AI/ML technologies.

Objective: To develop a scalable, real-time call insights platform to improve customer experience, identify patterns and trends in customer interactions, and provide actionable insights to contact center agents and supervisors.

Solution: VerticalServe designed and implemented a comprehensive solution with the following components:

1. Confluent Cloud Setup: VerticalServe set up a Confluent Cloud environment with managed Kafka clusters, providing a scalable and secure platform for real-time data streaming.
2. Real-time Audio Stream (RTP) Handling in Kafka: The solution utilized Kafka’s real-time data streaming capabilities to handle RTP (Real-time Transport Protocol) audio streams from the contact center’s telephony system.
3. Call Metadata: Metadata about each call, including caller ID, agent ID, call duration, and call type, was extracted and ingested into Kafka topics for real-time analysis.
4. Audio Transcription: Using AI/ML-powered speech-to-text engines, the platform transcribed call audio in real-time, enabling further analysis and insight extraction.
5. Utterance Detection and Speaker Handling: The AI/ML algorithms identified different speakers in the call and detected specific utterances or phrases to enable advanced analytics and sentiment detection.
6. Sentiment Detection: The platform utilized natural language processing (NLP) and machine learning algorithms to determine the sentiment of customer interactions, providing valuable insights into customer satisfaction.
7. Keywords Extraction: Keywords and phrases relevant to the contact center’s business were extracted from the transcribed call data, enabling targeted analysis and issue identification.
8. Integration of Insights in ElasticSearch: The insights generated by the platform were integrated into ElasticSearch, a powerful search and analytics engine, for real-time access and visualization.
9. Call Insights Application: VerticalServe developed a custom Call Insights application that enabled contact center supervisors and agents to access and visualize the insights generated by the platform, facilitating data-driven decision-making and improved customer experience.

Results:

• Improved customer experience: The real-time insights generated by the platform allowed agents to quickly address customer concerns, resulting in a 20% increase in customer satisfaction scores.
• Enhanced agent performance: With access to real-time feedback and insights, agents were better equipped to handle calls and adapt their approach, leading to a 15% increase in agent performance metrics.
• Streamlined operations: The insights generated by the platform enabled supervisors to identify trends and patterns in call data, allowing them to optimize call routing and staffing decisions.
• Proactive issue resolution: Keywords extraction and sentiment analysis enabled the contact center to identify and address emerging issues before they escalated, resulting in a 30% reduction in escalated calls.

The real-time call insights platform developed by VerticalServe significantly improved the contact center’s operations, agent performance, and customer experience. The company has since expanded the platform’s usage to additional locations and plans to integrate it with other data sources for even deeper insights.

About:

VerticalServe Inc — Niche Cloud, Data & AI/ML Premier Consulting Company, Partnered with Google Cloud, Confluent, AWS, Azure…50+ Customers and many success stories..

Website: http://www.VerticalServe.com

Contact: contact@verticalserve.com

Successful Case Studies: http://verticalserve.com/success-stories.html

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